TAMARA E. WISE
Novato
Summary
Hospitality professional with extensive experience, specializing in budget management and conflict resolution. Demonstrated ability to enhance customer satisfaction and optimize team performance through effective training and communication. Skilled in implementing operational improvements and ensuring quality service to foster a positive guest experience.
Overview
11
11
years of professional experience
Work History
Guest Services Supervisor/Manager
Olema House
Point Reyes Station
08.2023 - 06.2025
- Provided training and guidance to all team members in customer service best practices, policies, and procedures.
- Prepared reports related to occupancy rates, revenue generated from guest services.
- Developed strategies to improve quality of service and enhance customer satisfaction levels.
- Performed administrative duties such as preparing budgets, monitoring expenses, creating purchase orders.
- Adhered strictly to organizational policies and procedures when dealing with customers' queries and complaints.
- Monitored daily performance of staff members and provided feedback on areas for improvement.
- Ensured smooth operations of guest services by supervising staff, responding to inquiries, and resolving issues.
- Handled escalated customer complaints and disputes professionally and within company guidelines.
- Coordinated with other departments like housekeeping and maintenance to ensure timely completion of tasks.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Analyzed operational trends and recommended solutions for improving efficiency levels.
- Conducted regular inspections of facilities to ensure compliance with health and safety regulations.
- Coordinated VIP guest arrivals and departures, ensuring personalized service and attention to special requests.
- Facilitated communication between guest services team and other hotel departments for smooth operation.
Front Office Manager
Marriott Four Points Sheraton
San Rafael
03.2023 - 08.2023
- Just in the brief time I worked for this establishment I implemented several Standard operating procedures/protocols/checklists.
- I worked with the Executive Housekeeping/F&B/Engineering department to improve operations and boost revenue.
- Effectively collaborating is important in the improvement of operations and guest experience throughout the hotel.
- I created multiple systems to organize the front desk and improve communication.
- I also stepped in as onsite sales coordinator for 2 months to assist data entry and supervised events/groups while completing payroll/onboarding/interviewing/screening.
- Ordering for all departments and uniforms.
- I also planned and executed team meetings/schedules.
- I'm extremely comfortable with but not limited to: MGS/GXP/Lightspeed/ADP/Excel/Paychex flex/Word/Quore/Microsoft Office 365/Marriott Extranets.
- Third Party sites and troubleshooting.
- I was acting General Manager on Saturday and Sunday to give my boss and colleagues days off.
Hospitality Specialist
Acqua Hotel
Mill Valley
01.2021 - 01.2023
- Manage Front Desk Tasks for a 49 room Full-Service Boutique Hotel.
- Improve staff performance through training, attention to detail and empathetic problem-solving methods.
- Resolve guest conflicts in a professional courteous manner.
- Responsible for guest billing and settling payment disputes.
- Admin tasks as needed including bookings, check-ins, answering phones, responding to email and social media inquiries.
Customer Service Manager
VIP Retail
San Rafael
01.2018 - 01.2022
- Supervised daily operations of the store.
- Trained employees on all aspects of the operations.
- Responsible of acquiring inventory and stocking sales floor.
- Researched and negotiated purchase orders.
- Oversaw customer service and product returns.
- Ensured staff sales and teamwork.
- Implemented and improved existing rules and store policies.
- Supervised and trained hotel staff and resolved staff conflicts.
- Daily financial reporting.
- Buyer and assistant buyer.
Personal Assistant
Mickey Greer & Associates
San Rafael
01.2014 - 01.2017
- Staged and designed homes.
- Sourced materials.
- Assisted in acquiring clientele.
- Answered calls/emails.
- Assessed clients' needs and documented various jobs.
- Assisted real estate agents and photographers in some cases.
Education
Real Estate Agent Course -
Allied Real Estate Schools
01.2022
English/Psychology -
Santa Rosa Junior College
01.2009
CNA -
Certified Nurse Assistant
01.2009
Independent Study -
Nova
01.2006
Skills
- Budget Management
- Conflict resolution
- Staff training
- Front desk operations
- Hospitality management
- Complaint handling
- Problem solving
- Effective communication
- Optimizing team performance
- Operations management
- Customer service standards
- Front office support
- Accounts payable and receivable auditing
- Improving processes
- Friendly, courteous, and service oriented
- Poised under pressure
- Staff Training & Coaching
- Quality Assurance
- Solid written and verbal communicator
Hobbies and Interests
- Volunteering
- Art
- Travel
- Animal Lover
- Music Writer
Timeline
Guest Services Supervisor/Manager
Olema House
08.2023 - 06.2025
Front Office Manager
Marriott Four Points Sheraton
03.2023 - 08.2023
Hospitality Specialist
Acqua Hotel
01.2021 - 01.2023
Customer Service Manager
VIP Retail
01.2018 - 01.2022
Personal Assistant
Mickey Greer & Associates
01.2014 - 01.2017
Real Estate Agent Course -
Allied Real Estate Schools
English/Psychology -
Santa Rosa Junior College
CNA -
Certified Nurse Assistant
Independent Study -
Nova